Business handling method, device, equipment, medium and program product

Abstract

The invention provides a business handling method and device, equipment, a medium and a program product, which can be applied to the technical field of business processing and short message interaction. The method comprises the following steps: obtaining a target short message content sequence from N short message contents according to a pre-configured sequence; wherein the pre-configured sequence is obtained by dividing according to the flow sequence of the service and N service elements needing to be input, each service element corresponds to a piece of short message content and is bound with a channel number, and the channel number is used for sending the short message content and obtaining a corresponding service element after replying; the short message content is used for guiding the target client to reply service elements, and N is a positive integer greater than or equal to 2; based on the sequence, sending N short message contents in the target short message content sequence to the target client through N different channel numbers; and responding to N business elements which are received from the N different channel numbers and meet the preset requirements of the target customer, and handling the business.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of business processing and short message interaction, and in particular to a business processing method, device, equipment, medium and program product. BACKGROUND

[0002] Mobile phones are important devices for customer identity verification. Currently, relevant businesses are widely processed through applications on smart phones. However, for some elderly customers who do not use applications or some customers with non-smart phones, they cannot process businesses through applications. Therefore, sending short messages to the service number of an enterprise to process businesses is an effective supplement to the existing application channel.

[0003] However, processing businesses by inputting business elements through mobile phones usually requires strictness and high complexity, and customers need to send short messages in a specific format, which requires high operation requirements for customers, so that the degree of business processing convenience is not high. SUMMARY

[0004] In view of the above problems, the present application provides a business processing method, device, equipment, medium and program product for improving business processing convenience.

[0005] According to a first aspect of the present application, a business processing method is provided, comprising: obtaining a target short message content sequence according to a pre-configured order of N short message contents; wherein the pre-configured order is obtained according to a business flow order and N business elements to be input, each business element corresponds to a short message content and is bound to a channel number, the channel number is used to send the short message content and obtain a corresponding business element after being replied, the short message content is used to guide a target customer to reply the business element, and N is a positive integer greater than or equal to 2; based on the order, sending the N short message contents in the target short message content sequence to the target customer through N different channel numbers; and in response to receiving N business elements of the target customer meeting a preset requirement from the N different channel numbers, processing the business.

[0006] According to an embodiment of the present application, the method further comprises: in response to receiving the reply content of the target customer through the channel number, verifying the reply content according to the preset requirement; and if the reply content does not meet the preset requirement, sending a short message to the target customer based on the same channel number to instruct the target customer to reply again.

[0007] According to an embodiment of the present application, in response to receiving the reply content of the target customer through the channel number, the reply content is verified according to the preset requirement, including: in response to receiving the verification information of the reply of the target customer through the channel number, the verification information is the required information of the business element corresponding to the current channel number, and the verification information is used to verify the identity or account information of the target customer; the verification information is compared with the pre-stored identity or account information of the target customer; if the verification information is different from the identity or account information, it is confirmed that the reply content does not meet the preset requirement.

[0008] According to an embodiment of the present application, in response to receiving the reply content of the target customer through the channel number, the reply content is verified according to the preset requirement, including: in response to receiving the input information of the reply of the target customer through the channel number, the input information is the required information of the business element corresponding to the current channel number, and the input information is used to input one item of the basic information of the target customer; the format of the input information is verified according to the format requirement of the input information; if the format of the input information does not match the preset target format, it is confirmed that the reply content does not meet the preset requirement.

[0009] According to an embodiment of the present application, the method further comprises: in response to receiving the SMS reply content of the target customer which does not meet the preset requirement of the business element based on the channel number, performing semantic understanding on the SMS reply content; based on the result of semantic understanding, selecting one SMS content to send to the target customer.

[0010] According to an embodiment of the present application, the method further comprises: in response to receiving the selection information of the reply of the target customer based on the channel number, the selection information is the required information of the business element corresponding to the current channel number, and the selection information is used to determine one SMS content from at least two SMS contents; one SMS content is sent to the mobile communication number of the target customer according to the SMS content corresponding to the selection information and the corresponding channel number.

[0011] According to an embodiment of the present application, the method further comprises: in response to receiving the business cancellation information of the reply of the target customer based on the channel number, the business cancellation information is used to indicate the target customer to cancel the business; stopping sending the SMS content for obtaining the business element to the target customer.

[0012] According to an embodiment of the present application, the method further comprises: in response to obtaining all the business elements, completing the business; sending a notification SMS of successful business to the target customer.

[0013] The second aspect of the present application provides a service handling device, comprising: a short message extraction module, configured to obtain a target short message content sequence according to a pre-configured order by N short message contents; wherein the pre-configured order is divided according to a service flow order and N service elements to be input, each service element corresponds to a short message content and is bound to a channel number, the channel number is used to send the short message content, and an corresponding service element is obtained after being replied, the short message content is used to guide the target customer to reply the service element, and N is a positive integer greater than or equal to 2; a short message sending module, configured to send the N short message contents in the target short message content sequence to the target customer through N different channel numbers based on the order; and a service handling module, configured to handle the service in response to receiving N service elements meeting preset requirements from the N different channel numbers.

[0014] The third aspect of the present application provides an electronic device, comprising: one or more processors; a memory for storing one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors execute the above method.

[0015] The fourth aspect of the present application further provides a computer-readable storage medium having stored executable instructions, which are executed by a processor to make the processor execute the above method.

[0016] The fifth aspect of the present application further provides a computer program product comprising a computer program, which is executed by a processor to implement the above method.

[0017] According to the service handling method, device, equipment, medium and program product provided by the present application, the pre-configured order is divided according to the service flow order and the required service elements, the corresponding short message content and channel number are bound for each element, and the guiding short message is sent to the customer step by step to obtain the element reply. Since the service handling is divided into multiple steps in this way, the operation complexity of inputting all elements at once is reduced through step-by-step guidance, and each step can verify whether the element meets the requirements, thus at least partially solving the problems of high operation difficulty, easy errors and lack of targeted guidance caused by the need for the user to input all elements at once in the existing service handling, and achieving the technical effects of reducing the service handling threshold, improving operation convenience and element input accuracy, and improving user experience. BRIEF DESCRIPTION OF DRAWINGS

[0018] The above and other objects, features and advantages of the present application will become more apparent from the following description of embodiments of the present application, taken in conjunction with the accompanying drawings, in which:

[0019] Figure 1 The application scenario diagram of the service handling method, device, equipment, medium and program product according to the embodiments of the present application is schematically shown.

[0020] Figure 2 a flow chart of a business handling method according to an embodiment of the present application is schematically shown;

[0021] Figure 3 a flow chart of a second business handling method according to an embodiment of the present application is schematically shown;

[0022] Figure 4 a display state diagram of a target client mobile terminal when the method according to an embodiment of the present application is implemented is schematically shown;

[0023] Figure 5 a second display state diagram of a target client mobile terminal when the method according to an embodiment of the present application is implemented is schematically shown;

[0024] Figure 6 a flow chart of a third business handling method according to an embodiment of the present application is schematically shown;

[0025] Figure 7 a third display state diagram of a target client mobile terminal when the method according to an embodiment of the present application is implemented is schematically shown;

[0026] Figure 8 a structural block diagram of a business handling apparatus according to an embodiment of the present application is schematically shown; and

[0027] Figure 9 a block diagram of an electronic device suitable for implementing a business handling method according to an embodiment of the present application is schematically shown. DETAILED DESCRIPTION

[0028] Hereinafter, embodiments of the present application will be described with reference to the accompanying drawings. It should be understood, however, that the description which follows is merely illustrative and is not intended to limit the scope of the present application. In the following detailed description of embodiments of the present application, numerous specific details are set forth in order to provide a thorough understanding of the present application. However, it will be apparent to one skilled in the art that one or more embodiments of the present application can be practiced without these specific details. In other instances, well-known structures and functions have not been described in detail in order to avoid obscuring aspects of the present application.

[0029] The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the present application. As used herein, the term "includes" and tautological expressions thereof, such as "including," "includes," "include," "contains," "containing," and so on, mean the presence of stated features, steps, operations, elements, and / or components but do not preclude the presence or addition of one or more other features, steps, operations, elements, components, and / or groups thereof.

[0030] All terms used herein, including technical and scientific terms, have the meanings as commonly understood by one of ordinary skill in the art unless otherwise defined. It should be noted that the terms used herein are to be interpreted as having a meaning that is consistent with the understanding of one of ordinary skill in the art, and not in an overly formal or overly strict sense.

[0031] In the case of using expressions similar to "at least one of A, B, and C, etc.", it should be generally interpreted that the meaning as the expression is generally understood by one of ordinary skill in the art (for example, "a system having at least one of A, B, and C" should include but not be limited to a system having A alone, a system having B alone, a system having C alone, a system having both A and B, a system having both A and C, a system having both B and C, and / or a system having A, B, and C, etc.).

[0032] It should be noted that in the embodiments of the present application, some software, components, models, etc. may be mentioned, which should be considered as exemplary, and the purpose is only to illustrate the feasibility of the technical solution of the present application, but it does not mean that the applicant has or will necessarily use the scheme.

[0033] In the technical solution of the present application, the collection, storage, use, processing, transmission, provision, application and application of user personal information, etc. comply with the relevant legal regulations, take necessary security measures, and do not violate public order and good customs.

[0034] In the technical solution of the present application, the acquisition, collection, storage, use, processing, transmission, provision, application and application of data, etc. comply with the relevant legal regulations, take necessary security measures, and do not violate public order and good customs.

[0035] At present, in the related technology of using mobile phone short message to handle business, it is mainly realized by sending all elements required for handling business by the customer directly to the fixed channel number. The problems in the existing mobile phone short message business handling mode include: 1. The customer needs to input business instructions and output all elements required for handling business at one time according to the pre-agreed style. 2. It cannot support different prompts to the customer according to different business elements.

[0036] The customer needs to send the short message content as follows to the channel number 95XXX to handle the corresponding business: "handling business instruction # business element 1 # business element 2…". If the customer needs to modify the email address of the credit card bill, the customer needs to send the short message content as follows to the channel number 95XXX: "XGZD # 1234 # ABCD1 @ XYZ.COM…".

[0037] The embodiments of the present application provide a business handling method, which can solve the above problems by using different channel numbers in multiple interactions in the business handling process. The embodiments of the present application provide a business handling method, which can solve the above problems by using different channel numbers in multiple interactions in the business handling process.

[0038] Figure 1 An application scenario diagram of the business handling method, apparatus, device, medium and program product according to the embodiments of the present application is shown.

[0039] As shown in Figure 1 The application scenario 100 according to the embodiments can include terminal devices 101, 102, 103, a network 104 and a server 105. The network 104 is a medium for providing communication links between the terminal devices 101, 102, 103 and the server 105. The network 104 can include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0040] The users can use the terminal devices 101, 102, 103 to interact with the server 105 through the network 104 to receive or send messages, etc. Various communication client applications can be installed on the terminal devices 101, 102, 103, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, etc. (only as examples).

[0041] The terminal devices 101, 102, 103 can be various electronic devices with display screens and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers and desktop computers, etc.

[0042] The server 105 can be a server providing various services, such as a background management server providing support for websites browsed by users using the terminal devices 101, 102, 103 (only as an example). The background management server can analyze and process received user requests and other data, and feed back the processing results (such as web pages, information or data, etc. obtained or generated according to user requests) to the terminal devices.

[0043] It should be noted that the business handling method provided by the embodiments of the present application can generally be executed by the server 105. Correspondingly, the business handling apparatus provided by the embodiments of the present application can generally be arranged in the server 105. The business handling method provided by the embodiments of the present application can also be executed by a server or a server cluster different from the server 105 and capable of communicating with the terminal devices 101, 102, 103 and / or the server 105. Correspondingly, the business handling apparatus provided by the embodiments of the present application can also be arranged in a server or a server cluster different from the server 105 and capable of communicating with the terminal devices 101, 102, 103 and / or the server 105.

[0044] It should be understood that Figure 1 the number of terminal devices, networks and servers in the above-mentioned embodiments is only illustrative. Any number of terminal devices, networks and servers can be provided according to implementation needs.

[0045] The following will be based on Figure 1 The described scenario, by Figures 2-7 The business handling method of the application embodiment is described in detail.

[0046] Figure 2 The flow chart of the business handling method according to the application embodiment is schematically shown.

[0047] As Figure 2 shown, the business handling method of the embodiment includes operation S210 to operation S230.

[0048] In operation S210, N pieces of short message content are obtained in a pre-configured order to obtain a target short message content sequence; wherein the pre-configured order is divided according to the process order of the business and the N business elements needed to be input, each business element corresponds to a piece of short message content and is bound with a channel number, the channel number is used to send the short message content and obtain a corresponding business element after being replied, the short message content is used to guide the target customer to reply the business element, and N is a positive integer greater than or equal to 2.

[0049] The channel number is the enterprise user number displayed in the short message when the customer receives the short message through a mobile terminal (such as a mobile phone).

[0050] For example, in the embodiment, in order to handle A business, 4 key business elements are needed, which need to be obtained in turn and accurately according to the business logic order. For example, the channel number 1069800XXXX0000 corresponds to short message content 1, which is the first step prompt for business handling, and is used to obtain business element 1; the channel number 1069800XXXX0001 corresponds to short message content 2, which is the second step prompt for business handling, and is used to obtain business element 2; the channel number 1069800XXXX0002 corresponds to short message content 3, which is the third step prompt for business handling, and is used to obtain business element 3; the channel number 1069800XXXX0003 corresponds to short message content 4, which is the fourth step prompt for business handling, and is used to obtain business element 4. Different channel numbers can also be set for different businesses.

[0051] Specifically, when handling the bank card loss suspension business, the business process can include 4 steps: first, verify the identity, then confirm the loss suspension information, and finally complete the loss suspension. The bank card loss suspension business sets 4 pieces of short message content, which are used to obtain 4 business elements: business element 1 is used to obtain the last four digits of the bank card number; business element 2 is used to obtain the last six digits of the identity card number of the account holder; business element 3 is used to obtain the loss suspension reason; and business element 4 is used to obtain the confirmation instruction.

[0052] Determine specific short message delivery channel number for processing different steps in the business process. For example, determine channel number 1069800XXXX3740 as the first step of business handling prompt; determine channel number 1069800XXXX3741 as the second step of business handling prompt; determine channel number 1069800XXXX3742 as the third step of business handling prompt; determine channel number 1069800XXXX3743 as the fourth step of business handling prompt.

[0053] Take the example of modifying the email address of a customer's credit card account in a bank, and prepare the following target short message content sequence in advance:

[0054] (1) Send the short message content as follows to the customer by channel number 1069800XXXX3740: "

XX Bank

[0055] (2) Send the short message content as follows to the customer by channel number 1069800XXXX3741: "

XX Bank

[0056] (3) Send the short message content as follows to the customer by channel number 1069800XXXX3742: "

XX Bank

[0057] (4) Send the short message content as follows to the customer by channel number 1069800XXXX3743: "

XX Bank

[0058] In operation S220, based on the sequence, send the N short message contents in the target short message content sequence to the target customer through N different channel numbers.

[0059] In the above example, in operation S220, the short message content can be sent to the target customer's mobile communication number through the channel number corresponding to each short message content.

[0060] Preferably, when the target customer's reply to the short message in the sequence is obtained, the short message content in the sequence is sent, and this process is repeated until all short message contents are sent.

[0061] For example: Channel number 1069800XXXX3740 sends a text message to the customer with the following content: "[XX Bank] If you need to change your email address, please reply with the last four digits of any XX credit card number under your name." After receiving the customer's reply "1234", channel number 1069800XXXX3741 sends the customer a text message with the following content: "[XX Bank] Your current registered email address with our bank is ABCD@XYZ.COM. Please reply with your new email address." After channel number 1069800XXXX3741 receives the customer's reply "ABCD1@XYZ.COM", channel number 1069800XXXX3742 sends the customer an SMS message with the following content: "[XX Bank] The email address you entered is ABCD1@XYZ.COM. Reply Y to confirm the change." After channel number 1069800XXXX3743 receives the customer's reply "Y", channel number 1069800XXXX3743 sends the customer an SMS message with the following content: "[XX Bank] Your reserved email address has been successfully changed."

[0062] In operation S230, in response to receiving N business elements from N different channel numbers that meet the preset requirements of the target customer, the business is processed.

[0063] Specifically, in response to receiving a text message reply from a target customer that meets the preset requirements for business elements via the channel number, the system extracts the next text message content and sends it to the target customer in a pre-configured order until all business elements are obtained in order to process the business.

[0064] Preferably, after the target customer replies with the relevant information via the channel number, the system verifies whether the customer's reply meets the preset requirements (such as correct format and information matching). If it does, the system extracts the next SMS message in the preset order and sends it until all the relevant information is obtained.

[0065] In the above example of reporting a lost bank card, assuming the last four digits of the bank card are "1234" and can be matched with existing bank card information, then extract SMS content 2: "[XX Bank] Bank card number verification passed. Please reply with the last six digits of the account holder's ID number to complete identity confirmation." Send the second SMS content to the customer's mobile communication number 1234567XXXX using the corresponding channel number 1069800XXXX0001.

[0066] Similarly, SMS messages 1-4 are sent in a preset order through four channel numbers. Customers reply with the corresponding information through the channel number. Once verified, the process continues until all information is collected and the transaction is completed.

[0067] This embodiment pre-configures the order according to the business process sequence and required business elements, binding each business element with corresponding SMS content and channel number, and sending SMS content to customers step by step to obtain element responses. By breaking down the business process into multiple steps, the complexity of entering all elements at once is reduced through gradual guidance. Furthermore, each step allows for targeted verification of whether elements meet the requirements. Therefore, it at least partially solves the problems of high operational difficulty, error-proneness, and lack of targeted guidance in existing business processes where users must enter all elements at once. This achieves the technical effects of lowering the threshold for business processing, improving operational convenience and element input accuracy, and enhancing user experience.

[0068] In some embodiments of this application, the method further includes: in response to receiving a reply from a target customer via a channel number, verifying the reply content according to preset requirements; if the reply content does not meet the preset requirements, sending an SMS to the target customer based on the same channel number, instructing the target customer to reply again.

[0069] In this embodiment, the preset requirements can be formulated based on the types of information to be collected and business rules in the business steps to ensure the validity of user responses. The validity of the target customer's response is a core prerequisite for the successful implementation of the multiple-interaction SMS solution, directly determining business progress efficiency, risk control level, and user experience. Correct and valid account information and amounts are essential to avoid business execution errors. For example, the phone number entered by the target user can be verified to be 11 digits long, and whether the input is purely numerical. The age entered by the target user can be verified to be greater than or equal to 18. The recharge amount entered by the target user can be verified to be greater than zero and less than or equal to the account balance, etc.

[0070] Figure 3 A flowchart illustrating a second business processing method according to an embodiment of this application is shown.

[0071] like Figure 3 As shown, in this embodiment, the (M-1)th business element is obtained through channel number M-1. When the Mth SMS message is sent through channel number M to obtain the Mth business element (M is a positive integer), the response content m from the target customer is received through the channel number. The response content is verified according to preset requirements to determine whether it meets the preset requirements. If the response content m does not meet the preset requirements (conclusion: no), an SMS message is sent to the target customer again based on the same channel number M, instructing the target customer to reply again. If the response content m meets the preset requirements (conclusion: yes), the (M+1)th SMS message is sent through channel number M+1.

[0072] In this embodiment, when a reply error occurs, the reply verification and error prompt are completed within the same channel number, so the customer does not need to switch channel numbers, reducing the operational burden. Moreover, when an error occurs, the correction is only guided in the current SMS process, avoiding the interruption of the entire business process. Therefore, it can reduce operational complexity, improve fault tolerance and business processing efficiency.

[0073] In some embodiments of this application, in response to receiving a reply from a target customer via a channel number, the reply content is verified according to preset requirements, including: in response to receiving verification information from a target customer via a channel number, the verification information is the information required by the business element corresponding to the current channel number, and the verification information is used to verify the identity or account information of the target customer; comparing the verification information with the pre-stored identity or account information of the target customer; if the verification information is different from the identity or account information, confirming that the reply content does not meet the preset requirements.

[0074] In SMS service transactions involving multiple interactions, each channel number corresponds to a specific business step. Customers need to reply with the required business elements for that step through that channel number. Upon receiving the reply, the system will simultaneously compare the customer's verification information with pre-stored customer identity information (such as ID card number, mobile phone number) or account information (such as bank card number). If the two do not match, it is determined that the customer's current reply does not meet the preset requirements of that step, and the customer will be prompted to correct it.

[0075] As the target customer enters the corresponding business elements at each step, the system can promptly verify the accuracy of their input and provide timely prompts. Furthermore, if the target customer makes a mistake, there's no need to start the process from the beginning; they can simply re-enter the correct elements at the current stage to continue the business process.

[0076] Figure 4 The illustration schematically shows a display state diagram of a target customer's mobile terminal when the method according to an embodiment of this application is implemented.

[0077] like Figure 4 As shown, taking step 1 of the credit card billing email modification service as an example, the channel number 1069800XXXX3740 corresponds to the credit card account verification step. This requires the target customer to reply with the last four digits of their credit card number, which is used to link the target customer's credit card account. Specifically, channel number 1069800XXXX3740 sends an SMS message to the customer stating: "[XX Bank] If you need to change your email address, please reply with the last four digits of any XX credit card number under your name."

[0078] The last four digits of the pre-deposited customer's credit card number are "6789". After receiving the SMS message from channel number 1069800XXXX3740, the customer replied with the last four digits of their bank card number, which were "1234". Upon receiving the target customer's reply, the last four digits of the card number "1234" were verified. "1234" was compared with the pre-deposited "6789". The comparison revealed a discrepancy in the last four digits of the card number, indicating that the customer does not have such a card.

[0079] At this point, it is determined that the customer's reply does not meet the preset requirements, and a prompt is sent to the customer through the channel number 1069800XXXX3740: "[XX Bank] The card number you entered is incorrect. Please check and enter it again."

[0080] This embodiment verifies important information at each step, avoiding the confusion of verifying multiple elements at once; by comparing with pre-stored information, it directly associates the target customer's identity or account, effectively intercepting erroneous information and ensuring business security; at the same time, it can promptly guide customers to correct any non-compliance at the current step, preventing errors from continuing to subsequent stages and improving the accuracy and efficiency of business processing.

[0081] In some embodiments of this application, in response to receiving a reply from a target customer via a channel number, the reply content is verified according to preset requirements, including: in response to receiving input information from a target customer via a channel number, the input information is the information required by the business element corresponding to the current channel number, and the input information is used to input one item of the target customer's basic information; the format of the input information is verified according to the format requirements of the input information; if the format of the input information does not match the preset target format, it is confirmed that the reply content does not meet the preset requirements.

[0082] In the process of handling SMS transactions involving multiple interactions, some steps require the target customer to enter new basic information, such as adding contact information or changing the address. This information does not need to be consistent with the target customer's existing information, but it must conform to the pre-set standard format for this type of information, such as email addresses containing the @ symbol and mobile phone numbers being 11 digits. After receiving the entered information from the target customer through the corresponding channel number, it is necessary to first verify whether its format conforms to the preset standard; if the format does not match, the reply is deemed unacceptable, and the customer is prompted to re-enter it in the correct format.

[0083] Figure 5 The diagram schematically illustrates a second display state of the target customer's mobile terminal when the method according to an embodiment of this application is implemented.

[0084] like Figure 5 As shown, in the example above of modifying the credit card billing email address, step 2 corresponds to the step of entering the new email address, requiring the target customer to reply with the new billing email address (entering information).

[0085] If the preset email format (target format) requirement is: "contains the @ symbol and there must be a domain name after @".

[0086] The customer receives a text message sent by channel number 1069800XXXX3741 with the content: "

XX Bank

XX Bank

[0087] In this embodiment, after receiving the input information for entering a certain basic information of the customer replied by the customer through the channel number, the format is verified according to the preset target format. If it does not match, it is determined that the reply does not meet the preset requirements; it can intercept information with incorrect formats specifically during the interaction stage, reduce business processing errors caused by information format problems, and improve the accuracy of information entry.

[0088] In some embodiments of the present application, the method further includes: in response to receiving a text message reply content of a target customer that does not meet the preset requirements of business elements based on the channel number, performing semantic understanding on the text message reply content; and based on the result of the semantic understanding, selecting a text message content to send to the target customer.

[0089] In some scenarios, the business elements do not require very accurate input. For example, the business elements have clear selection items, corresponding entities, or clear intentions. For example: for a phone number, either the numbers 1234 can be replied, or it can be replied in Chinese characters as one two three four; another example is that for an address written as "Gan Jingzi District", it can also be understood that the intention of the target customer is to enter "Ganjingzi District". Relaxing the format requirements for non-critical elements and allowing users to use non-standard expressions will not cause business risks. Instead, it can reduce the cost of repeated operations by users due to format errors, thereby improving the user experience.

[0090] In the financial scenario of multiple interactions of mobile text messages in this embodiment, semantic understanding is used to extract the true intention of non-critical business elements from the non-standard replies of users. Specifically, it can first complete text preprocessing by cleaning redundant information and standardizing expressions, then clarify the interaction requirements in combination with the context of the business steps associated with the channel number, and adopt a hybrid strategy of a rule engine and a lightweight natural language processing model to identify the intention and achieve semantic understanding.

[0091] For example, a target customer confirms the mailing address for a new card via SMS during a certain business transaction. This step is a non-critical business process. The notification sent via the channel number is: "[XX Bank] Please select the mailing address for the new card: A. Company address; B. Home address. Please reply with A or B."

[0092] Target customers reply with "at home" or "previous" via this channel number. Based on pre-defined matching rules according to business logic, the target customer's intent can be quickly identified; for example, "first" or "previous" corresponds to the first option in the list, while "second" or "next" corresponds to the second option.

[0093] Since the target customer did not respond to A or B as required by the preset criteria, but their intention was clear, it did not affect the business processing.

[0094] Based on the semantic understanding results, select the following SMS message: "[XX Bank] Your new card will be mailed to your home address, XXX, within 5 business days," and send it to the target customer.

[0095] This embodiment can accurately grasp customer intent and send targeted SMS content through semantic understanding, thereby reducing operational obstacles caused by customers having to follow a fixed format, making the interaction more in line with customer expression habits, and improving efficiency and experience.

[0096] In some embodiments of this application, the method further includes: responding to receiving selection information from a target customer based on a channel number, wherein the selection information is information required for the business element corresponding to the current channel number, and the selection information is used to determine one of the SMS contents from at least two SMS contents; and sending an SMS content to the target customer's mobile communication number according to the SMS content corresponding to the selection information and the corresponding channel number.

[0097] Figure 6 A flowchart illustrating a third business processing method according to an embodiment of this application is shown.

[0098] like Figure 6 As shown, in a business processing flow, the Mth SMS message is sent to obtain the Mth business element. This Mth business element is used to determine whether to send the (M+1)th SMS message (branch 1) or the (M+2)th SMS message (branch 1) next. After the target user selects branch 1, the (M+1)th SMS message is sent to the target customer. After obtaining the (M+1)th business element, the (M+3)th SMS message is then sent to the customer.

[0099] In the example of changing the credit card billing email address, step 3 corresponds to the confirmation process. The customer receives an SMS from 1069800XXXX3742 with the following content: "[XX Bank] Your entered email address is ABCD1@XYZ.COM. Please reply Y to confirm the change." If the customer confirms and continues, they reply "Y," completing the email address update and sending an SMS to the target customer stating "[XX Bank] Your credit card billing email address has been successfully changed." If the customer enters another reply (such as "N"), the email address remains unchanged, and an SMS is sent to the customer stating "[XX Bank] Your credit card billing email address has not been changed."

[0100] This embodiment receives the target customer's selection information for the current business element, and can lock the prompt of the matching business branch from multiple SMS messages. Then, it sends the prompt through the corresponding channel number, avoiding the problem of mixed prompts in multiple business branches. This allows the target customer to proceed with the business in an orderly manner according to their selected branch without the need for additional information filtering, thereby reducing operational confusion and improving the smoothness of handling branch business.

[0101] In some embodiments of this application, the method further includes: responding to receiving a service cancellation message from a target customer based on a channel number, the service cancellation message being used by the target customer to instruct the cancellation of the service; and stopping sending SMS content to the target customer for obtaining service elements.

[0102] In the example above regarding modifying the credit card billing email address, if in step 2 the target customer receives an SMS message from channel number 1069800XXXX3741 stating: "[XX Bank] Your current registered email address with our bank is ABCD@XYZ.COM. Please reply with your new email address."

[0103] The target customer's SMS reply reads "Cancelled," indicating that they no longer wish to apply for the service to change their credit card billing email address. Based on the received cancellation message from the target customer via the channel number, the system stops sending SMS messages containing service information to the target customer to avoid further disturbance.

[0104] This embodiment promptly stops sending subsequent SMS messages for obtaining service information upon receiving service cancellation information. This avoids redundant disturbances to customers who have cancelled their services, improves user experience, saves SMS channel resources and operating costs, and optimizes user experience and resource utilization efficiency.

[0105] In some embodiments of this application, the method further includes: completing the business transaction in response to all acquired business elements; and sending a notification SMS to the target customer that the business transaction has been successfully completed.

[0106] Figure 7The diagram schematically illustrates a third display state diagram of the target customer's mobile terminal when the method is implemented according to an embodiment of this application.

[0107] like Figure 7 As shown in the example above, after updating the customer's email address, an SMS message can be sent to the target customer via channel number 1069800XXXX3743 with the following content: "[XX Bank] Your reserved email address has been successfully modified."

[0108] from Figure 4 , 5 As can be seen from the comparison with 7, the business processing flow of this application embodiment uses different channel numbers to interact with the target customer, and the prompts for the target customer's input elements are clear. The target customer does not need to enter the processing instructions and all the elements required for processing the business in one text message, which reduces the possibility of operational errors by the target customer.

[0109] This embodiment sends a success notification SMS to the target customer in a timely manner after the business is completed based on all business elements. This enables the target customer to understand the progress of the business, forms a closed loop in the business process, and improves the user experience and operational certainty.

[0110] Based on the above-mentioned business processing method, this application also provides a business processing device. The following will be combined with... Figure 8 The device is described in detail.

[0111] Figure 8 A schematic block diagram of a business processing device according to an embodiment of this application is shown.

[0112] like Figure 8 As shown, the business processing device 800 of this embodiment includes an SMS extraction module 810, an SMS sending module 820, and a business processing module 830.

[0113] The SMS extraction module 810 is used to extract the target SMS content sequence from N SMS messages in a pre-configured order. The pre-configured order is determined based on the business process sequence and the N business elements that need to be input. Each business element corresponds to one SMS message and is bound to a channel number. The channel number is used to send the SMS message and retrieve a corresponding business element after a reply is received. The SMS message is used to guide the target customer to reply with the business element. N is a positive integer greater than or equal to 2.

[0114] SMS sending module 820 is used to send N SMS messages from a target SMS content sequence to a target customer through N different channel numbers, based on a sequential order; and

[0115] The business processing module 830 is used to process business in response to receiving N business elements from N different channel numbers that meet the preset requirements of the target customer.

[0116] According to an embodiment of this application, the business processing module 830 is further configured to, in response to receiving a reply from a target customer via a channel number, verify the reply content according to preset requirements; if the reply content does not meet the preset requirements, send an SMS to the target customer based on the same channel number, instructing the target customer to reply again.

[0117] According to an embodiment of this application, the business processing module 830 is further configured to respond to receiving verification information from a target customer via a channel number. The verification information is the information required for the business element corresponding to the current channel number. The verification information is used to verify the identity or account information of the target customer. The verification information is compared with the pre-stored identity or account information of the target customer. If the verification information is different from the identity or account information, the reply content is confirmed to not meet the preset requirements.

[0118] According to an embodiment of this application, the business processing module 830 is further configured to respond to the input information received from the target customer via the channel number. The input information is the information required for the business element corresponding to the current channel number. The input information is used to input one of the basic information of the target customer. The format of the input information is verified according to the format requirements of the input information. If the format of the input information does not match the preset target format, the reply content is confirmed to not meet the preset requirements.

[0119] According to an embodiment of this application, the business processing module 830 is further configured to respond to receiving a text message reply from a target customer that does not meet preset requirements based on the channel number, perform semantic understanding on the text message reply content, and select a text message to send to the target customer based on the result of the semantic understanding.

[0120] According to an embodiment of this application, the service processing module 830 is further configured to respond to receiving selection information from a target customer based on a channel number, wherein the selection information is the information required for the service element corresponding to the current channel number, and the selection information is used to determine one of the SMS contents from at least two SMS contents; and to send an SMS content to the target customer's mobile communication number according to the SMS content corresponding to the selection information and the corresponding channel number.

[0121] According to an embodiment of this application, the business processing module 830 is further configured to respond to receiving a business cancellation message from a target customer based on a channel number, the business cancellation message being used by the target customer to instruct the cancellation of the business processing; and to stop sending SMS messages to the target customer for obtaining business elements.

[0122] According to an embodiment of this application, the business processing module 830 is further configured to complete the business processing in response to all the acquired business elements; and send a notification SMS to the target customer that the business processing has been successful.

[0123] According to embodiments of this application, any multiple modules of the SMS extraction module 810, SMS sending module 820, and service processing module 830 can be combined into one module, or any one of these modules can be split into multiple modules. Alternatively, at least some of the functions of one or more of these modules can be combined with at least some of the functions of other modules and implemented in one module. According to embodiments of this application, at least one of the SMS extraction module 810, SMS sending module 820, and service processing module 830 can be at least partially implemented as hardware circuitry, such as a field-programmable gate array (FPGA), a programmable logic array (PLA), a system-on-a-chip, a system-on-a-substrate, a system-on-package, an application-specific integrated circuit (ASIC), or any other reasonable means of integrating or packaging circuitry, or implemented in software, hardware, or firmware, or in any suitable combination of any of these three implementation methods. Alternatively, at least one of the SMS extraction module 810, SMS sending module 820, and service processing module 830 can be at least partially implemented as a computer program module, which can perform corresponding functions when the computer program module is run.

[0124] Figure 9 A block diagram schematically illustrates an electronic device suitable for implementing a business processing method according to an embodiment of this application.

[0125] like Figure 9 As shown, an electronic device 900 according to an embodiment of this application includes a processor 901, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 902 or a program loaded from a storage portion 908 into a random access memory (RAM) 903. The processor 901 may include, for example, a general-purpose microprocessor (e.g., a CPU), an instruction set processor and / or an associated chipset and / or a special-purpose microprocessor (e.g., an application-specific integrated circuit (ASIC)), etc. The processor 901 may also include onboard memory for caching purposes. The processor 901 may include a single processing unit or multiple processing units for performing different actions of the method flow according to an embodiment of this application.

[0126] RAM 903 stores various programs and data required for the operation of electronic device 900. Processor 901, ROM 902, and RAM 903 are interconnected via bus 904. Processor 901 executes various operations of the method flow according to embodiments of this application by executing programs in ROM 902 and / or RAM 903. It should be noted that programs may also be stored in one or more memories other than ROM 902 and RAM 903. Processor 901 may also execute various operations of the method flow according to embodiments of this application by executing programs stored in one or more memories.

[0127] According to embodiments of this application, the electronic device 900 may further include an input / output (I / O) interface 905, which is also connected to a bus 904. The electronic device 900 may also include one or more of the following components connected to the I / O interface 905: an input section 906 including a keyboard, mouse, etc.; an output section 907 including a cathode ray tube (CRT), liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 908 including a hard disk, etc.; and a communication section 909 including a network interface card such as a LAN card, modem, etc. The communication section 909 performs communication processing via a network such as the Internet. A drive 910 is also connected to the I / O interface 905 as needed. A removable medium 911, such as a disk, optical disk, magneto-optical disk, semiconductor memory, etc., is installed on the drive 910 as needed so that computer programs read from it can be installed into the storage section 908 as needed.

[0128] This application also provides a computer-readable storage medium, which may be included in the device / apparatus / system described in the above embodiments; or it may exist independently and not assembled into the device / apparatus / system. The computer-readable storage medium carries one or more programs, which, when executed, implement the method according to the embodiments of this application.

[0129] According to embodiments of this application, the computer-readable storage medium can be a non-volatile computer-readable storage medium, such as including but not limited to: portable computer disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), portable compact disk read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination thereof. In this application, the computer-readable storage medium can be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. For example, according to embodiments of this application, the computer-readable storage medium may include ROM 902 and / or RAM 903 and / or one or more memories other than ROM 902 and RAM 903 described above.

[0130] Embodiments of this application also include a computer program product comprising a computer program containing program code for performing the methods shown in the flowchart. When the computer program product is run on a computer system, the program code is used to enable the computer system to implement the item recommendation method provided in the embodiments of this application.

[0131] When the computer program is executed by the processor 901, it performs the functions defined in the system / apparatus of this application embodiment. According to the embodiments of this application, the systems, apparatuses, modules, units, etc., described above can be implemented by computer program modules.

[0132] In one embodiment, the computer program may rely on a tangible storage medium such as an optical storage device or a magnetic storage device. In another embodiment, the computer program may also be transmitted and distributed in the form of signals over a network medium, and downloaded and installed via the communication section 909, and / or installed from a removable medium 911. The program code contained in the computer program can be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination thereof.

[0133] In such an embodiment, the computer program can be downloaded and installed from a network via the communication section 909, and / or installed from the removable medium 911. When the computer program is executed by the processor 901, it performs the functions defined in the system of this application embodiment. According to the embodiments of this application, the systems, devices, apparatuses, modules, units, etc., described above can be implemented by computer program modules.

[0134] According to embodiments of this application, program code for executing the computer programs provided in the embodiments of this application can be written in any combination of one or more programming languages. Specifically, these computational programs can be implemented using high-level procedural and / or object-oriented programming languages, and / or assembly / machine languages. Programming languages ​​include, but are not limited to, languages ​​such as Java, C++, Python, "C", or similar programming languages. The program code can be executed entirely on the user's computing device, partially on the user's device, partially on a remote computing device, or entirely on a remote computing device or server. In cases involving remote computing devices, the remote computing device can be connected to the user's computing device via any type of network, including a local area network (LAN) or a wide area network (WAN), or it can be connected to an external computing device (e.g., via the Internet using an Internet service provider).

[0135] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of this application. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of code containing one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutively indicated blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in a block diagram or flowchart, and combinations of blocks in a block diagram or flowchart, may be implemented using a dedicated hardware-based system that performs the specified function or operation, or using a combination of dedicated hardware and computer instructions.

[0136] Those skilled in the art will understand that the features described in the various embodiments and / or claims of this application can be combined or combined in various ways, even if such combinations or combinations are not explicitly described in this application. In particular, the features described in the various embodiments and / or claims of this application can be combined or combined in various ways without departing from the spirit and teachings of this application. All such combinations and / or combinations fall within the scope of this application.

[0137] The embodiments of this application have been described above. However, these embodiments are for illustrative purposes only and are not intended to limit the scope of this application. Although various embodiments have been described above, this does not mean that the measures in the various embodiments cannot be used advantageously in combination. The scope of this application is defined by the appended claims and their equivalents. Various substitutions and modifications can be made by those skilled in the art without departing from the scope of this application, and all such substitutions and modifications should fall within the scope of this application.

Claims

1. A business processing method, comprising: The N SMS messages are arranged in a pre-configured order to obtain the target SMS message sequence. The pre-configured order is determined based on the process order of the business and the N business elements that need to be input. Each business element corresponds to one SMS message and is bound to a channel number. The channel number is used to send the SMS message and obtain a corresponding business element after being replied to. The SMS message is used to guide the target customer to reply to the business element. N is a positive integer greater than or equal to 2. Based on the aforementioned order, the N SMS messages in the target SMS content sequence will be sent to the target customer through N different channel numbers; In response to receiving N business elements from the target customer that meet preset requirements from the N different channel numbers, the business is processed.

2. The method according to claim 1, characterized in that, Also includes: In response to receiving a reply from the target customer via the channel number, the reply is verified according to preset requirements; If the reply does not meet the preset requirements, an SMS message is sent to the target customer using the same channel number, instructing the target customer to reply again.

3. The method according to claim 2, characterized in that, The step of responding to receiving a reply from the target customer via the channel number and verifying the reply according to preset requirements includes: In response to receiving verification information from the target customer via the channel number, the verification information is the information required by the business element corresponding to the current channel number, and the verification information is used to verify the identity or account information of the target customer; The verification information is compared with the pre-stored identity or account information of the target customer; If the verification information is different from the identity or account information, it is confirmed that the response content does not meet the preset requirements.

4. The method according to claim 2, characterized in that, The step of responding to receiving a reply from the target customer via the channel number and verifying the reply according to preset requirements includes: In response to receiving input information from the target customer via the channel number, the input information is the information required for the business element corresponding to the current channel number, and the input information is used to input one item of the target customer's basic information; The format of the entered information is validated according to the format requirements of the entered information; If the format of the entered information does not match the preset target format, it is confirmed that the response content does not meet the preset requirements.

5. The method according to claim 1, characterized in that, Also includes: In response to receiving an SMS reply from the target customer based on the channel number that does not meet the preset requirements for business elements, semantic understanding is performed on the SMS reply content; Based on the results of the semantic understanding, a text message is selected and sent to the target customer.

6. The method according to claim 1, characterized in that, Also includes: In response to receiving selection information from the target customer based on the channel number, the selection information is the information required by the business element corresponding to the current channel number, and the selection information is used to determine one of the SMS contents from at least two SMS contents; According to the selected information and the corresponding channel number, the SMS message is sent to the target customer's mobile communication number.

7. The method according to claim 1, characterized in that, Also includes: In response to receiving a service cancellation message from the target customer based on the channel number, the service cancellation message is used by the target customer to instruct the cancellation of the service; Stop sending SMS messages to the target customers for obtaining the business elements.

8. The method according to claim 1, characterized in that, Also includes: The business process is completed in response to all the business elements obtained; Send a notification SMS to the target customer that the transaction has been successfully completed.

9. A business processing device, comprising: The SMS extraction module is used to extract a target SMS content sequence from N SMS messages in a pre-configured order. The pre-configured order is determined based on the process order of the business and the N business elements that need to be input. Each business element corresponds to one SMS message and is bound to a channel number. The channel number is used to send the SMS message and retrieve a corresponding business element after a reply is received. The SMS message is used to guide the target customer to reply to the business element. N is a positive integer greater than or equal to 2. The SMS sending module is configured to send the N SMS messages in the target SMS content sequence to the target customer through N different channel numbers, based on the stated order; and The business processing module is used to process the business in response to receiving N business elements from the target customer that meet preset requirements from the N different channel numbers.

10. An electronic device, comprising: One or more processors; Storage device for storing one or more programs. Wherein, when the one or more programs are executed by the one or more processors, the one or more processors perform the method according to any one of claims 1 to 8.

11. A computer-readable storage medium having stored thereon executable instructions that, when executed by a processor, cause the processor to perform the method according to any one of claims 1 to 8.

12. A computer program product comprising a computer program that, when executed by a processor, implements the method according to any one of claims 1 to 8.

Images